Return and Refund Policy

 

This policy applies to all purchases made on the Paw Me Good website (operated by Fur Sanctuary Pvt. Ltd.). We are committed to customer satisfaction and ensuring your pet receives the highest quality dog food and cat treats.

 

1. Our General Policy (Consumables)

 

Due to the nature of our products (edible pet snacks and food) and to uphold strict hygiene standards, we DO NOT accept returns or exchanges for products that have been opened or used.

A return or refund will only be processed under the following specific circumstances:

  1. Wrong Item Delivered: You received a product that is different from what you ordered (e.g., received Cat Mousse instead of Dog Mousse).

  2. Product Damaged in Transit: The packaging arrived broken, leaked, or significantly damaged, making the product unsafe to consume.

  3. Expired Product: The product delivered has passed its “Best Before” date upon receipt.

 

2. Eligibility for Returns/Refunds

 

To be eligible for a return or refund under the circumstances listed above, you must:

  • Notify Us Immediately: Contact us within 48 hours of receiving your order.

  • Provide Proof: Email us at pawmegood@outlook.com with the following information:

    • Your Order Number.

    • A detailed explanation of the issue (e.g., “damaged packaging,” “wrong flavor”).

    • Clear photographs or a video of the incorrect/damaged product, including the packaging.

 

3. Refund and Replacement Process

 

Once your proof of damage or wrong delivery is verified by our team:

  • Replacement: If the product is in stock, we will dispatch a correct replacement order to you within 1-2 business days at no extra cost.

  • Refund: If a replacement is not possible (e.g., the item is out of stock), or if you request a refund, we will initiate a full refund for the value of the damaged or incorrect item.

 

4. Timeline for Refund Credit

 

  • Refunds will be processed to your original payment method (Credit Card, Debit Card, UPI, etc.) within 5-7 business days after the refund is approved.

  • COD Orders: For orders originally paid via Cash on Delivery, the refund will be processed to your bank account via UPI or NEFT. We will contact you to request your bank details.

 

5. Cancellation Policy

 

  • Order Cancellation: You may cancel your order only if it has NOT yet been shipped from our warehouse. To cancel an order, please contact us immediately at pawmegood@outlook.com with your Order Number.

  • Cancellation Refund: Approved cancellations will be refunded within 5-7 business days.

  • Shipped Orders: Once an order has been shipped, it cannot be canceled, and the general return policy applies (i.e., we cannot accept the return unless it falls under Section 1).

 

6. Contact Information for Grievances

 

For any queries regarding returns, refunds, or product grievances, please contact us directly:

  • Email: pawmegood@outlook.com

  • Company Name (Grievance Entity): Fur Sanctuary Pvt. Ltd.